What are the responsibilities and job description for the Sr Program Manager, Earner Experiences position at Uber?
About The Role
The Program Manager, Earner Core experience and automations sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. This role will work with various teams in CommOps and Tech to shape the ways our earners access customer support across Mobility and Delivery services, globally. This involves understanding the Earner experiences with support, primarily across automations and agent support in different geographies. As a program manager, your responsibility would be to make sure the earners stick around with Uber and drive/deliver more by offering great quality of support. The role works very closely with Product managers, Product rollout and insights teams and CX teams to improve the customer satisfaction scores of support.
What You'll Do
The Program Manager, Earner Core experience and automations sits within our Global Digital Experience team, the digital service design arm of the global CommOps organization. This role will work with various teams in CommOps and Tech to shape the ways our earners access customer support across Mobility and Delivery services, globally. This involves understanding the Earner experiences with support, primarily across automations and agent support in different geographies. As a program manager, your responsibility would be to make sure the earners stick around with Uber and drive/deliver more by offering great quality of support. The role works very closely with Product managers, Product rollout and insights teams and CX teams to improve the customer satisfaction scores of support.
What You'll Do
- Own the global earner support experience for both mobility and delivery businesses
- Improve support experience scores for drivers and couriers
- Align regional businesses to the global strategy and roll out the strategy across all regions in a global-first manner
- Build an in-depth understanding of the earner experience, including the most efficient and effective means for earners to get help with on-trip, pre-trip and post-trip issues
- Run analysis and develop strategic insights on both quantitative and qualitative data about earner experience to influence the future of support
- Collaborate within the team and other functional teams across regions to consolidate different viewpoints, clarify problem statements, identify strategy, and drive high-impact solutions
- Deliver and maintain support automation and support products to meet earner needs
- Help craft Uber's customer care strategy and support for the future in the space of support automations and help center experience in the Uber apps
- Help identify operational gaps and improve or pioneer processes to drive efficiency across support operations
- Develop executive-level communications and presentations for Uber's leadership
- Bachelor's degree
- 4 years of experience in technology, consulting, operations or other highly agile, project based environments
- Strong problem solving, analytical and critical thinking skills
- MBA from a top-tier Business school (or equivalent)
- SQL proficiency
- Worked on automations and/or customer support programs is a plus
- Experience in a top-tier strategy consulting firm
- Strong operational background and a track record of making data driven decisions
- Familiarity with emerging channel technologies, especially as it relates to customer service
- Exceptionally strong stakeholder management skills and ability to handle pushbacks
- Advanced Excel/data management skills
- Strong project management skills
- Strong communication skills
- Positive attitude and resilience
- Obsession for delivering great customer experience
Salary : $112,000 - $137,500
